Hybrid Customer Service Team Lead: Coaching & KPIs

Culligan Water Ireland; Claregalway; Hybride; EUR 36 000 - 44 000; Plein temps

Avantages offerts par ce poste

Hybrid Working Model

23 Days Annual Leave

Company Pension Scheme

Perks at Work discounts

EAP access

Volunteering Day

Mental health support

Career progression

Résumé du poste

Culligan Home in Claregalway, Co. Galway, seeks a Customer Service Team Leader to supervise a team of agents and drive service quality.

You will coach, manage performance, and ensure key KPIs are met while delivering an excellent customer experience across all touchpoints. The role is full-time, hybrid, with a 6-month probation.

Join us to lead a hands-on team in delivering outstanding water-treatment customer support.

Qualifications

• Experience in a customer service or contact centre environment.
• Previous experience in a team lead or senior agent role.
• Strong coaching and people management skills.
• Comfortable managing KPIs and team performance metrics.
• Excellent communication and problem-solving skills.
• Highly organized with the ability to work in a fast-paced environment.

Responsabilités

• Coach and develop a team of Customer Service Agents to meet performance goals.
• Oversee daily workloads to ensure service levels and KPIs are achieved.
• Act as escalation point for customer issues and complaints.
• Collaborate with Customer Service Manager and other teams to support service delivery.
• Maintain accurate customer records in CRM and uphold quality standards.
• Promote a culture of professionalism and continuous improvement.

Connaissances

Customer service / contact centre

Team leadership

Coaching & people management

KPIs / performance management

Communication & problem-solving

Organization / time management

Description du poste

Culligan Home in Claregalway, Co. Galway, seeks a Customer Service Team Leader to supervise a team of agents and drive service quality.

You will coach, manage performance, and ensure key KPIs are met while delivering an excellent customer experience across all touchpoints. The role is full-time, hybrid, with a 6-month probation.

Join us to lead a hands-on team in delivering outstanding water-treatment customer support.